Manager| Call Center

FINN’s Honolulu office is looking for a dedicated, growth-minded Manager to help lead the development of a newly envisioned Market Research call center. In this role, you will be responsible for overseeing a team of talented employees, while also overseeing the daily operations of the Call Center. Your team will be tasked with conducting telephone and in-person surveys to gather data according to various project specifications, as well as recruiting participants and managing logistics for focus groups and in-depth interviews.

This is a great opportunity for a professional who is looking to take their career to the next level by contributing to the evolution of a newly envisioned Market Research call center. To be successful, it will require a commitment and work schedule outside normal business hours. This role will require the Call Center Manager to be present during all shifts, aligning with a working schedule of Tuesday-Friday 1 pm - + pm and Saturdays + am - 5 pm.

As the Call Center Manager, you will have the opportunity to:

• Work with senior leadership to grow and develop call center roles including establishing goals and developing strategic departmental plans.

• Evaluate staff and team performance, leading and managing annual development plans and coordinating all staff trainings in accordance with identified professional growth opportunities.

• Hire, onboard, and train a talented team of Survey Coordinators and Research Interviewers.

• Provide guidance, support, and feedback to staff during calls and interviews, especially when handling difficult problems and/or resolving escalated complaints or disputes.

• Work with the Associate Vice President and Senior Partner to clearly communicate daily project requirements and expectations.

• Coordinate and oversee in-person field surveys.

In this role you will also be asked to:

• Prepare and share work schedules, deadlines, and project assignments for Call Center staff.

• Share Call Center feedback with the Management Team.

• Prepare reports as requested.

• Remain available at all times for staff questions and concerns.

You will be considered as a candidate if you have:

• 1-3 years of management experience with proven successes motivating team.

• Excellent communication skills, verbal and in writing.

• Exceptional interpersonal, problem-solving, and leadership skills.

• The ability to maintain confidentiality and thoroughness with handled data.

• A high school diploma or equivalent.

• Proficient MS Office skills.

• Additional preference will be given to candidates who have experience in market research and/or managing call centers.

Location: Honolulu, HI

Compensation: The approved salary range for this role is $55,000 to $65,000 and is dependent on experience level.

To Apply

Please follow the link below and upload your resume and cover letter, and indicate your desired salary in $US Dollars. While we appreciate the interest of all candidates, we will only respond to those with whom we have a greater interest.

About FINN

Finn Partners was launched in 2011 to realize Peter Finn’s vision to be a world-class, best-place-to-work global agency with a heart and a conscience that any major client in key markets around the world would be proud to have as a partner. #J-18808-Ljbffr